Operations Manager
- Compensation
- Not disclosed
- Location
- Perth, Western Australia, Australia
- Work setup
- Onsite
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- Operations
- Posted
Skills
Must have
- Experience leading technical operations, field service, customer support, or maintenance teams
- Strong hands-on electronic and/or mechanical fault-finding skills — comfortable diagnosing and repairing electronic components, PCB assemblies, wiring, and related hardware
- Comfortable jumping into the support system directly – responding to customer tickets, resolving player issues, and setting the standard for how the team handles customer interactions
- Able to build practical operational processes and continuously improve them
- Experienced planning workloads, setting priorities, and coordinating team coverage in a fast-moving environment
- High degree of self-direction — able to operate autonomously, make sound decisions independently, and proactively communicate with a remote headquarters
- Strong written and verbal communication skills, with the ability to work effectively across technical and non-technical stakeholders in different time zones
- Good judgement around stock, supplier, and resource management
- Experience hiring, coaching, and managing performance
- Understanding of workplace safety and operational compliance
Nice to have
- Experience in amusement, arcade, gaming, vending, or another equipment-service industry
- Basic IT troubleshooting across networks, connected devices, and server-related issues
- Experience managing projects involving multiple timelines, suppliers, and dependencies
- A degree or technical qualification in engineering, electronics, computing, or a related field
- Experience in a small team or startup environment where priorities shift quickly
Full description
About ArcadeXR
Arcade Online is a live platform where players remotely control real arcade machines and win real prizes, alongside a growing catalogue of original digital games designed exclusively for the platform.
Behind every game is a physical arcade cabinet that must perform reliably around the clock. That means keeping electronic and mechanical systems in excellent condition, responding quickly when something goes wrong, and making sure our customer support and technical teams have the tools, processes, and coverage they need to deliver a strong player experience.
We're growing our catalogue and operations quickly. This role exists to help us scale without compromising on game uptime, repair quality, cost control, or customer experience.
The Role
We're looking for an Operations Manager to own the day-to-day performance of our Perth game farm and lead the technical support team on the ground.
Connected Reality operates as ArcadeXR's operating arm, running from a warehouse in Perth. Our technical support agents are a hybrid role — part technician, part customer support — responsible for keeping games running, resolving player issues, and maintaining the infrastructure that makes remote arcade gaming possible. You'll lead that team, own the operational processes that keep everything moving, and serve as the primary point of contact between Perth and our Singapore headquarters.
This is a role for someone who is genuinely comfortable on the warehouse floor and at a desk. You'll move between hands-on fault diagnosis, team management, shift planning, spare parts inventory, and structured communication with Singapore — often on the same day. Perth operates with a high degree of autonomy, and this role requires someone who can make good independent decisions, proactively surface issues, and manage upward without needing to be prompted.
What You'll Do
- Own the end-to-end operation of the Perth game farm, with clear accountability for game uptime, maintenance quality, and workplace safety
- Lead, develop, and performance-manage the technical support team, including hiring, onboarding, coaching, and shift planning
- Balance team priorities between live customer issue response and proactive maintenance — both matter, and managing that tension well is central to the role
- Assemble, test, diagnose, repair, and maintain arcade games across electronic, electrical, and mechanical systems
- Establish and maintain preventive maintenance routines, ensuring faults are recorded, prioritised, resolved, and followed through
- Monitor game availability and recurring faults, using operational data to drive reliability improvements and reduce downtime